Customer and contact
Record the caller, phone, optional email, service address and arrival instructions.
Service Call management
Urgent calls belong in the Work system—not beside it.
Capture who called, where the problem is, what is happening and how urgent it is. Schedule the visit, send the worker, record real execution and continue to the Invoice without rebuilding the job.
- Priority
- On My Way
- Shared Work lifecycle
- Connected Invoice
Capture the call once.
The Service Call intake records the immediate operational facts without creating a disconnected dispatch database.
Problem and duration
Describe what is wrong and enter the expected service time for planning.
Priority and schedule
Use Emergency, Urgent, Standard or Non-Urgent priority, then schedule or queue the visit.
A simple field progression
Service Calls add one useful step before joining the same execution truth as regular Work. Their current operational states are Awaiting Scheduling, Scheduled, In Route, On Site, Follow-Up Required, Complete or Canceled; completed calls that still need billing can surface as Ready to Invoice.
- Capture Service Call
- Schedule and assign
- On My Way
- Start and finish Work
- Create Invoice
What “On My Way” adds
The field worker can record the trip toward the customer before the Work itself begins. After that, Start Work and Complete Work follow the shared execution rules used everywhere else.
- Customer contact and directions remain available.
- Actual start is not copied from the scheduled time.
- Completion keeps the visit in history and opens the invoice handoff.
What stays shared
A Service Call does not need a second version of every Osrilo tool.
- Work card and details
- Customer and Property context
- Assignments and reminders
- Photos, notes and activity
- Completion and Invoice flow
Prioritize without hiding the rest of the day.
Scheduled and active Service Calls can surface above regular Work while the Calendar and Day Operations still show the whole operating day.
Emergency
Use for the call that needs the strongest immediate attention and controlled day-plan review.
Urgent or Standard
Keep important work visible without labeling every request an emergency.
Non-Urgent
Capture the request and plan it honestly when the customer does not need immediate dispatch.
Current Service Call limits
- Service Calls use Osrilo’s shared Work execution flow; they are not a separate call-center product.
- Automated customer messaging is controlled through the current review and Inbox workflows rather than being sent blindly.
- Worker assignment and multi-user field coordination require Crew.
- A Service Call Invoice follows completion; it is not meant to skip the actual field record.